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Senior Vice President of Customer Care Operations

2 months ago

Stevens Point, Wisconsin, United States Associated Banc-Corp Full time
Position Overview

At Associated Banc-Corp, we are dedicated to fostering an inclusive environment where diverse perspectives are not only welcomed but are seen as vital to our success. If you excel in a setting that promotes personal and professional growth, Associated Banc-Corp may be the ideal organization for you.

Role Summary

The Vice President of Customer Support and Insights is tasked with overseeing a team of analysts and support professionals who deliver assistance to leaders and colleagues across a multi-location contact center. This role is essential in ensuring a premier, efficient, and customer-centric operation. Responsibilities encompass all shared services and operational functions across centers, including scheduling, reporting, issue resolution, incident management, business continuity, and systems support for all applications utilized within our Customer Care/Contact Center division.

Key Responsibilities

• Lead, mentor, and develop a high-performing team of support professionals to maintain a top-tier contact center operation across various sites. Provide guidance, coaching, and professional development opportunities. Assist the team in prioritizing tasks while sharing your expertise.

• Deliver comprehensive scheduling, reporting, issue resolution, business continuity, and other support functions within Customer Care, while also trending and reporting to the business lines we serve. Act as the subject matter expert for all contact centers within the organization regarding best practices.

• Collaborate with IT and Digital Platform Support teams to ensure timely execution and communication of projects related to Customer Care.

• Work alongside business line leaders within Customer Care to provide insights to the Director, aiding in the formulation of future strategic initiatives. This includes performance management, productivity metrics, survey quality, process enhancements, and feedback on complaints.

• Establish objectives and plans aligned with business goals; implement these plans and milestones while collaborating with Customer Care leadership to proactively address performance management deficiencies. Manage resources to meet Customer Care budget and resource needs.

• Serve as a liaison with Vendor Management and third-party leaders to ensure all vendor relationships within Customer Care are managed in compliance with legal and risk management standards.

• Develop solutions to complex challenges by researching, analyzing, recommending, and resolving issues that mitigate negative impacts.

• Act as the primary lead for any system outages or impacts across Customer Care, responsible for reporting, tracking, and analyzing customer and colleague impacts, while escalating to the appropriate teams for swift resolution.

• Continuously seek to enhance knowledge and information on best practices within Contact Centers.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience in Financial Services is required.
• Bachelor's Degree or equivalent combination of education and experience in Business is required.
• Master's Degree in Business is preferred.
• Master's Degree in Project Management is preferred.

Experience
  • 5-7 years in a leadership role within a Contact Center. Proven ability to lead highly technical teams and support functions is required.
  • 5-7 years in a leadership role within a Financial Services Contact Center is preferred.
  • Experience in Project Management is preferred.

Benefits

In addition to core traditional benefits, we take pride in offering benefits for every stage of life, including:
  • Retirement savings options, including both 401(k) and Pension plans.
  • Paid time off for community volunteering.
  • Opportunities to engage with others through our diversity-focused Colleague Resource Groups.
  • Competitive salaries with opportunities for professional development and advancement.
  • Bonus benefits including well-being programs, parental leave, an employee stock purchase plan, military benefits, and more.
  • Personal banking, loan, investment, and insurance benefits.

Associated Banc-Corp serves numerous communities and considers our colleagues essential to our ongoing success. We are committed to creating a diverse workforce and support a work environment where all colleagues are respected and given the opportunity to reach their full potential.